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Old 19th July 2009, 11:40 PM   #1
mnights
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Thumbs down WebMaster Beware! Rochen Host Terminations without notice

I have been with rochen for years, and otherwise thought besides the lack of contact options other than help desk tickets, this company was pretty reliable.. on Friday July 17, 2009, I experienced very high traffic to one of my websites.

I was excited and very happy to see one of my campaigns became very effective, and yielded record conversions. As I monitored my traffic, I noticed a dip in visitors which always means server down, I checked my website and there it was, my site offline...I continue to check my other sites hosted with rochen, and yes they took those down, Sites completely unaffiliated with the traffic spike.

Why would rochen pull a website down because of high traffic, simple...this is a company who will not charge you for extra bandwidth usage, Yes that's right every other webhosting company would love for you to get a traffic spike, because they can now charge you more money, and gladly give you more bandwidth. this is fine a perfectly acceptable for me..My website continues to run, make money and host company earns more money..Every body happy!

The not so brite staff at rochen seems to think you are a bad guy for over using your bandwidth limits, they treated me like I was the words person in the world.. They said well you need to upgrade to an mvs server and charge me 399 usd per month. In a panic, I proceeded to contact rochen, no live chat, no support line, just submit a ticket and wait, thats right, and wait I did 45 minute response time in an emergency.. They were rude in there response telling me, what do I think bandwidth is free!!!, and all of a sudden I use to much bandwidth all the time, funny my control panel does not reflect this. I responded charge me for the extra bandwidth just bring my sites back up...Rochen (response) No, they will remain down and I have violated there terms and conditions...Yes thats right my websites were deemed unacceptable for use on the rochen platform. After years of use, years of rochen viewing and troubleshooting my website, all of a sudden my websites are unacceptable.

I mentioned I was going to report this, then they said well ok, we will give you 24 hrs to remove your sites then we will terminate your account. And if we see any posts in forums, they I will be hearing from their lawyer.

The A**holes have the nerve to cost me thousands in revenue then tell threaten me if I report them.

Conclusion, if you wish to use rochen be aware of there bandwidths policy and also be aware if your website makes it big, rochen will pull it for high bandwidth usage. Rochen is an ******* joomla company built for *******s. use rackspace instead.
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Old 20th July 2009, 12:01 AM   #2
Chris
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I am sorry but what you have posted here is simply nonsense.

What you fail to mention here is that you were hosting adult content and a website advertising escorts in clear violation of our Acceptable Use Policy (AUP). Our AUP is linked to from every public page of our website and is presented to you for your acceptance during the signup process. We make clear to you that we do not allow this type of material on our servers. So you should not have even been hosting this content in the first place.

One reason for not allowing this type of content on shared servers is that it can result in huge waves of inbound traffic and attacks. Therefore, the material is not suitable for a shared server. To make clear you didn't just exceed your purchased bandwidth allocation here but you maxed out the entire network port on the Seoul shared server disrupting service for other clients. Rochen is committed to providing a high quality business hosting service and we will not allow a site violating our AUP to disrupt service for other clients.

We offered you the option of moving to a dedicated environment because: a) this is the only environment we would allow adult material to be hosted and b) because of the level of concurrent traffic you were pushing you needed a network port dedicated to your sole use which could not be done on a shared server.

After presenting you with the various options that would be suitable for your site and having them rejected along with childish threats from you to post on various forums we then issued you with a service termination notice for violation of the AUP. Under the AUP we can terminate your account right away but we worked with you and allowed your account to remain open for 24 hours so you could retrieve backups and migrate to another provider. We also let you off without billing you for the excess bandwidth usage.

I wish you all the very best but with all due respect you should have: a) read our policies clearly before signing up and b) if you expected to push this level of concurrent traffic spoken to us first so we could work with you to deploy a suitable solution. You burned through over 120GB of bandwidth within literally a few hours. Rochen hosts many websites that push a lot more traffic than this (joomla.org as an example) but none of them are hosted on a shared server.
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Old 20th July 2009, 01:14 AM   #3
musicbizguy
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Good one Chris...

...what a prat!
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Old 20th July 2009, 02:56 PM   #4
twcmex
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as a customer with some of our client sites on the Seoul server, I'm glad you:

1. pulled down the offending account
2. don't allow this type of site (AUP)
3. have allowed this post to remain and responded publicly

..all signs of a professional company and a professional response
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Old 20th July 2009, 04:21 PM   #5
R2d2
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Gooooooooooooooo Awayyyyyyyyyyyyyy.
We know WHAT ROCHEN offer us AND WE LIKE IT.
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Old 21st July 2009, 11:39 AM   #6
arnold
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Angry

Quote:
Originally Posted by mnights View Post
I have been with rochen for years, and otherwise thought besides the lack of contact options other than help desk tickets, this company was pretty reliable.. on Friday July 17, 2009, I experienced very high traffic to one of my websites.

I was excited and very happy to see one of my campaigns became very effective, and yielded record conversions. As I monitored my traffic, I noticed a dip in visitors which always means server down, I checked my website and there it was, my site offline...I continue to check my other sites hosted with rochen, and yes they took those down, Sites completely unaffiliated with the traffic spike.

Why would rochen pull a website down because of high traffic, simple...this is a company who will not charge you for extra bandwidth usage, Yes that's right every other webhosting company would love for you to get a traffic spike, because they can now charge you more money, and gladly give you more bandwidth. this is fine a perfectly acceptable for me..My website continues to run, make money and host company earns more money..Every body happy!

The not so brite staff at rochen seems to think you are a bad guy for over using your bandwidth limits, they treated me like I was the words person in the world.. They said well you need to upgrade to an mvs server and charge me 399 usd per month. In a panic, I proceeded to contact rochen, no live chat, no support line, just submit a ticket and wait, thats right, and wait I did 45 minute response time in an emergency.. They were rude in there response telling me, what do I think bandwidth is free!!!, and all of a sudden I use to much bandwidth all the time, funny my control panel does not reflect this. I responded charge me for the extra bandwidth just bring my sites back up...Rochen (response) No, they will remain down and I have violated there terms and conditions...Yes thats right my websites were deemed unacceptable for use on the rochen platform. After years of use, years of rochen viewing and troubleshooting my website, all of a sudden my websites are unacceptable.

I mentioned I was going to report this, then they said well ok, we will give you 24 hrs to remove your sites then we will terminate your account. And if we see any posts in forums, they I will be hearing from their lawyer.

The A**holes have the nerve to cost me thousands in revenue then tell threaten me if I report them.

Conclusion, if you wish to use rochen be aware of there bandwidths policy and also be aware if your website makes it big, rochen will pull it for high bandwidth usage. Rochen is an ******* joomla company built for *******s. use rackspace instead.
Hello,

I had the same issue as you, i was getting a lot of traffic and my websites where consuming a lot of server resources, not just bandwith... if you have lots of visitors you need to realize that this visitors consume lots of server resources and in a shared enviroment it´s normal that they shut your sites down, not only in rochen, in other good hosting companies this is a normal practice.

If you are winning a lot of money with your websites then you should have no problem at all by upgrading to a MVS or to a Dedicated Server and not to act as a prick, the Rochen staff has always helped me, im sometimes a difficult customer and they are not always 100% friendly but wich person is it?, i can´t say anything negative about the Rochen´s guys or they service, im happy with my MVS, i pay around 180 usd / month not 399 like you say...

So long...

Arnold

Last edited by arnold; 21st July 2009 at 11:42 AM.
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Old 21st July 2009, 12:02 PM   #7
Martin
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Just a quick note Arnold... In this case the level of concurrent traffic meant an MVS wasn't suitable (it would have crawled). A dedicated server with a 100MBit port was needed.
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Old 29th July 2009, 10:30 PM   #8
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As a long time customer of Rochen, I wholeheartedly agree with R2D2!

Everybody at Rochen does a thorough, friendly, patient job of keeping things running smoothly - even With my frantic stupid questions!
 
Old 4th August 2009, 03:04 AM   #9
William Lee
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I love Rochen already!!
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Old 4th August 2009, 12:33 PM   #10
andrea
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I fully agree with Chris about the AUP violation for audult contents.
However, ignoring this specific incident / case, I always thought that Rochen should allow you to buy extra bandwith.
I never had this problem with any of my website, I always observe traffic and ask to Rochen staff to upgrade my plan when I see I'm close to bandwith limit.

But I cannot say I'm not scared by unexpected events (for example: DIGG Effects, etc).
I really consider Rochen one of the best and transparent company I know but I really think that this logic of pre-selled traffic bandiwith is not compatible with a professional hosting service.

In other words, I would like to be in an hosting plan that fit my needs and be able to pay the extra bandwidth for unpredicted events without be scared by logic:
no more bandwitdh? Your websites are down.

I know that this approach is much more harder to manage but I think could be a great improvment.

What do you think about this?
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Old 4th August 2009, 02:00 PM   #11
Martin
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This customer used 120GB in a matter of hours and maxed out the port on the server causing downtime - there is no way we could have simply sold them more bandwidth without affecting performance for every other customer on that server. That is something we would never do.

In some cases we can sell additional bandwidth (after Reseller Plan 5) assuming the load generated by the site is acceptable and that the bandwidth usage is spread out rather than simply all at once. Shared web hosting is not designed for the "digg effect" - you if you expect this to happen, you MUST contact us in advance. Extreme load (CPU/Memory/Current Users/Bandwidth will result in the site being suspended.

Our top priority is ensuring excellent performance for everyone on the server.
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Old 4th August 2009, 04:07 PM   #12
andrea
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Hi Martin,
of course my words were not in defense of mnights, it was just an occasion to talk about this aspect.

About the bandwitdh, I agree that, in a shared environment, you (customer) and hoster cannot ignore other customers/website your sharing hosting with. However my consideration was just about the billing logic, I'm not fan of system disruptions

I mean that I generally dislike the logic: "You should know how many bandwidth you'll need next month", perhaps just because I haven't got the Crystal Ball USB attached to my PC .

Instead I prefer an approach like: "ok this is your montly bandwidth, if you overflow it (without system disruption ) you'll pay the difference..
Consider, in addition, that the most of "digg effects" are not easily predictable.

I'll add You a simple example just to better express my idea:

I started in Rochen with single website and I followed all the upgrade path (multiple, larger, reseller, even more larger, etc..).
In some upgrade steps happens that one website of mine became unavailable because of bandwitdh overflow. So I asked for a plan upgrade.

By my perspective what I thought was: "ok, it's time to upgrade plan. But in the meantime, why I can't pay the difference for extra bandwidth instead of having a website downtime without real reason?"

My suggestion is more related to acceptable bandwitdh overflows than extreme circumstances.
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Old 4th August 2009, 10:46 PM   #13
Chris
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I am going to close this thread out now as I think it has run its course. If you want to discuss any of the topic mentioned though please start a new thread in the customer section.
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